VDC SLA Annex Additional Terms for Virtual Data Centre - SLAs

VDC SLA Annex

Additional Terms for Virtual Data Centre - SLAs

CONTENTS

1 Introduction ... 2

2 Infrastructure Service Level Objectives ... 2

2.1 Availability Calculation: ... 2

3 Compute Platform ... 2

3.1 Availability Service Level ... 2

3.1.1 Availability Objectives ... 2

3.1.2 Service Unavailability ... 2

3.1.3 Calculation of Service Credits ... 2

4 EBS Storage Platform ... 3

4.1 Availability Service Level ... 3

4.1.1 Availability Objectives ... 3

4.1.2 Service Unavailability ... 3

4.1.3 Calculation of Service Credits ... 3

4.2 Snapshot Recovery Service Level ... 3

4.2.1 Recovery Time Objective ... 3

4.2.2 Recovery Time Failure ... 3

4.2.1 Calculation of Service Credits ... 3

5 VDC Managed Service ... 4

5.1 Limits of Service Credits ... 4

5.2 Response Time Service Level ... 4

5.2.1 Response Time Objectives ... 4

5.2.2 Response Time Failure ... 4

5.2.3 Calculation of Service Credits ... 4

5.3 Service Compliance Level ... 5

5.3.1 Service Compliance Objectives ... 5

5.3.2 SLO Failure... 5

5.3.3 Calculation of Service Credits ... 5

5.4 Backup Service Level ... 6

5.4.1 Backup Objective ... 6

5.4.2 Recovery Time Failure ... 6

5.4.3 Calculation of Service Credits ... 6

5.5 Recovery Service Level ... 6

5.5.1 Recovery Time Objective ... 6

5.5.2 Recovery Time Failure ... 6

VDC SLA Annex

Additional Terms for Virtual Data Centre - SLAs

1 INTRODUCTION

This Service Level Agreement for Interoute VDC Services (“SLA”) is made by Interoute in connection with, and is a part of, the Agreement. This SLA applies to the following VDC Component Services as listed in the Rate Card:

a. Compute platform; b. EBS storage platform; c. VDC Managed

2 INFRASTRUCTURE SERVICE LEVEL OBJECTIVES

2.1 Availability Calculation:

Interoute uses the following formula to calculate monthly Availability:

𝐴𝑣𝑎𝑖𝑙𝑎𝑏𝑖𝑙𝑖𝑡𝑦 𝑖𝑛 % =(𝑀𝑖𝑛𝑢𝑡𝑒𝑠 𝑖𝑛 𝑀𝑜𝑛𝑡ℎ𝑙𝑦 𝑅𝑒𝑣𝑖𝑒𝑤 𝑃𝑒𝑟𝑖𝑜𝑑 − 𝑆𝑒𝑟𝑣𝑖𝑐𝑒 𝑈𝑛𝑎𝑣𝑎𝑖𝑙𝑎𝑏𝑖𝑙𝑖𝑡𝑦)_{𝑀𝑖𝑛𝑢𝑡𝑒𝑠 𝑖𝑛 𝑀𝑜𝑛𝑡ℎ𝑙𝑦 𝑅𝑒𝑣𝑖𝑒𝑤 𝑃𝑒𝑟𝑖𝑜𝑑} For the purpose of Availability measurement, Service Unavailability excludes any Planned Outage.

3 COMPUTE PLATFORM

3.1 Availability Service Level

3.1.1 Availability Objectives

Service Availability SLO

Compute platform Availability 99.99%

3.1.2 Service Unavailability

The compute platform Component Service is considered to be Unavailable where bi-directional network traffic over supported protocols such as UDP and TCP cannot be established between Virtual Machines operating on the compute platform in two Zones and network IP addresses outside of those Zones.

3.1.3 Calculation of Service Credits

Service Credits are calculated for the Monthly Review Period according to the following calculation. 𝑆𝑒𝑟𝑣𝑖𝑐𝑒 𝐶𝑟𝑒𝑑𝑖𝑡 =

VDC SLA Annex

Additional Terms for Virtual Data Centre - SLAs

4 EBS STORAGE PLATFORM

4.1 Availability Service Level

4.1.1 Availability Objectives

Service Availability SLO

EBS storage 99.99%

EBS Protected Storage 99.99%

EBS Mirrored Storage 99.99%

4.1.2 Service Unavailability

The EBS Storage Component Service is considered to be Unavailable where Data cannot be read from or written to the EBS storage platform by Virtual Machines in two Zones.

4.1.3 Calculation of Service Credits

Service Credits are calculated for the Monthly Review Period according to the following calculation. 𝑆𝑒𝑟𝑣𝑖𝑐𝑒 𝐶𝑟𝑒𝑑𝑖𝑡 =

𝑎𝑓𝑓𝑒𝑐𝑡𝑒𝑑 𝑆𝑒𝑟𝑣𝑖𝑐𝑒 𝑅𝑒𝑠𝑜𝑢𝑟𝑐𝑒 𝑞𝑢𝑎𝑛𝑡𝑖𝑡𝑦 ∗ 𝑛𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 ℎ𝑜𝑢𝑟𝑠 𝑜𝑢𝑡𝑎𝑔𝑒 (𝑓𝑢𝑙𝑙 𝑜𝑟 𝑝𝑎𝑟𝑡) ∗ 300% Where the Service Level falls below the SLO target, Service Credits will be offered in the form of Service Resources for the affected VDC Component Service and credited for future use without incurring charges for the credited amount.

4.2 Snapshot Recovery Service Level

4.2.1 Recovery Time Objective

In the event that a service needs an emergency recovery of a snapshot, the service will have the following Recovery Time Objective.

EBS Snapshots Recovery Time SLO

EBS Storage Not applicable/None

EBS Protected Storage 4 hours

EBS Mirrored Storage 4 hours

4.2.2 Recovery Time Failure

The Recovery Time Objective is considered breached where Interoute fails to restore a retained snapshot within the SLO.

VDC SLA Annex

Additional Terms for Virtual Data Centre - SLAs

5 VDC MANAGED SERVICE

5.1 Limits of Service Credits

Service Credits for managed services are limited to 50% of the monthly Charges for the VDC Managed Service.

5.2 Response Time Service Level

Interoute shall respond to all Tickets in accordance with the response times specified in the table set out below:

5.2.1 Response Time Objectives

Priority Response Time SLO

Priority 1 (Critical) 1 hour

Priority 2 (Major) 2 hours

Priority 3 (Minor) 4 hours

Priority 4 (Requests) 2 Working Days

5.2.2 Response Time Failure

The Response Time Objective is considered breached where the Customer Contact Centre has not contacted the Customer or taken action against an Incident within the SLO.

5.2.3 Calculation of Service Credits

Service Credits are calculated on a monthly basis. In the event that Interoute fails to achieve the SLO, Interoute will credit a percentage of the Charges for the equivalent VDC Managed rate (as specified on the Order) for a single VM associated with the failed SLO for the Monthly Review Period:

Priority Credits

Priority 1 (Critical) 70%

Priority 2 (Major) 30%

Priority 3 (Minor) 10%

VDC SLA Annex

Additional Terms for Virtual Data Centre - SLAs

5.3 Service Compliance Level

Interoute shall ensure systems are compliant with the following Service Level Objectives:

5.3.1 Service Compliance Objectives

Service Compliance Item SLO

Security and critical patches compliant with the software vendor’s published and relevant patches 2 weeks Anti-Virus signatures compliant with the software vendor’s published and relevant signatures 72 hours

5.3.2 SLO Failure

The SLO is considered breached where the Service is not compliant with the target.

5.3.3 Calculation of Service Credits

Service Credits are calculated on a monthly basis. In the event that Interoute fails to achieve the SLO, Interoute will credit a percentage of the Charges for the equivalent VDC Managed rate (as specified on the Order) for each VM associated with the failed SLO for the Monthly Review Period:

Service Compliance Item Credits

VDC SLA Annex

Additional Terms for Virtual Data Centre - SLAs

5.4 Backup Service Level

5.4.1 Backup Objective

Backup Service Successful Backup Completion SLO

Standard Backup 95%

5.4.2 Recovery Time Failure

The Backup is considered successful where the monthly backup report showing the number of successful and unsuccessful backups states it as such.

Should a scheduled backup be restarted for any reason, this restarted backup will count towards the percentage if successful, but will not count if unsuccessful.

5.4.3 Calculation of Service Credits

Service Credits are calculated on a monthly basis. In the event that Interoute fails to achieve the SLO, Interoute will credit the Charges for the equivalent Utility backup storage volume for the Virtual Machine associated with the failed SLO for the Monthly Review Period.

5.5 Recovery Service Level

5.5.1 Recovery Time Objective

In the event that a service needs an emergency restore from backup, the service will have the following Recovery Time Objective.

Backup Service Recovery Time SLO

Standard Backup 2 hours + 1 hour per 50 GB recovered

5.5.2 Recovery Time Failure

The Recovery Time Objective is considered breached where Interoute fails to restore a retained, successfully completed backup within the RTO.

5.5.3 Calculation of Service Credits

VDC SLA Annex

Additional Terms for Virtual Data Centre - SLAs

APPENDIX A - EXAMPLE SERVICE CREDIT CALCULATIONS

EXAMPLE 1 Scenario

• The Service consists of 10 servers, each with 2vCPU, 4GB RAM, 100GB of vDisk storage. • The Availability SLO is 99.99%.

• The Monthly Review period is for a month of 30 days. • The Component Services were Unavailable for 6 hours.

Availability calculation

𝐴𝑣𝑎𝑖𝑙𝑎𝑏𝑖𝑙𝑖𝑡𝑦 𝑖𝑛 % =(𝑀𝑖𝑛𝑢𝑡𝑒𝑠 𝑖𝑛 𝑀𝑜𝑛𝑡ℎ𝑙𝑦 𝑅𝑒𝑣𝑖𝑒𝑤 𝑃𝑒𝑟𝑖𝑜𝑑 − 𝑆𝑒𝑟𝑣𝑖𝑐𝑒 𝑈𝑛𝑎𝑣𝑎𝑖𝑙𝑎𝑏𝑖𝑙𝑖𝑡𝑦)_{𝑀𝑖𝑛𝑢𝑡𝑒𝑠 𝑖𝑛 𝑀𝑜𝑛𝑡ℎ𝑙𝑦 𝑅𝑒𝑣𝑖𝑒𝑤 𝑃𝑒𝑟𝑖𝑜𝑑}

99.17% =((30 𝑑𝑎𝑦𝑠 ∗ 24 ℎ𝑜𝑢𝑟𝑠 ∗ 60 𝑚𝑖𝑛𝑢𝑡𝑒𝑠) − (6 hours ∗ 60 minutes))_{(30 𝑑𝑎𝑦𝑠 ∗ 24 ℎ𝑜𝑢𝑟𝑠 ∗ 60 𝑚𝑖𝑛𝑢𝑡𝑒𝑠)}

As the Availability target was missed (99.17% instead of 99.99%) Service Credits are applicable.

Credit calculation

𝑆𝑒𝑟𝑣𝑖𝑐𝑒 𝐶𝑟𝑒𝑑𝑖𝑡 = affected Service Resource quantity ∗ 𝑚𝑖𝑛𝑢𝑡𝑒𝑠 𝑜𝑓 𝑜𝑢𝑡𝑎𝑔𝑒 (𝑓𝑢𝑙𝑙 𝑜𝑟 𝑝𝑎𝑟𝑡) ∗ 300%

a. Service Credit for affected vCPU Service Resource in Service Resource Minutes 𝟐𝟏𝟔𝟎𝟎 𝒗𝑪𝑷𝑼 𝒎𝒊𝒏𝒖𝒕𝒆𝒔 = 2vCPU ∗ 10 ∗ 6 ℎ𝑜𝑢𝑟𝑠 ∗ 60 𝑚𝑖𝑛𝑢𝑡𝑒𝑠 ∗ 300%

b. Service Credit for affected RAM Service Resource in Service Resource Minutes 𝟒𝟑𝟐𝟎𝟎 𝑮𝑩 𝑹𝑨𝑴 𝒎𝒊𝒏𝒖𝒕𝒆𝒔 = 4GB RAM ∗ 10 ∗ 6 ℎ𝑜𝑢𝑟𝑠 ∗ 60 𝑚𝑖𝑛𝑢𝑡𝑒𝑠 ∗ 300%

c. Service Credit for affected vDisk Service Resource in Service Resource Minutes